Founded in 1951, Iron Mountain Incorporated (NYSE: IRM) is the global leader in storage and information management services. Iron Mountain is committed to storing, managing and transforming what our customers value most, from paper records to data to priceless works of art and culture. Providing a full suite of solutions – records and information management, data management, digital solutions, data centers and secure destruction – Iron Mountain enables organizations to lower storage costs, comply with regulations, recover from disaster, and protect their data and assets from a complex world. Visit the company website at www.ironmountain.com for more information.
Iron Mountain enables 94% of the Fortune 1000 to smartly and securely manage their physical and digital information assets. With unmatched innovation and collaboration, our teams create information management solutions for our customers’ data, no matter what format, location or lifecycle stage it’s in and no matter where it’s kept. We are more than 17,000 people strong and growing. We’ve been a trusted records management leader since 1951.
Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.
Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people. Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.
Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Primary (P) or Secondary (S)
Key Responsibilities: What are the main responsibilities of the job. Indicate which are primary (essential to the job) and which are secondary (not essential to the job).
% of Time Spent:
A. Provide information about services, take, enter and process orders and obtain details of issues/complaints. Attempt to resolves customer inquiries through first call or first contact resolution.
B. Respond to general customer inquiries.
C. Examine all relevant information to the inquiry and use critical thinking to identify solutions
D. Maintain records for customer interaction, recording details including the actions taken.
E. Outbound customer follow up to communicate service level updates and/or to gain clarification on written correspondence requests. 15%
Fu Functional Knowledge, Skills, and Competencies:
(Define the knowledge and skills required to demonstrate proficiency/competency in the job.)
B Basic computer skills, MS Outlook, Interpersonal skills, Effective communication skills,
call center and/or customer service experience, ability to work shifts needed to
support customer and business needs.
· Revenue (P&L) Yes No Annual dollars:
· Operating Budget Yes No Annual dollars:
Research and resolve customer inquiries on first call or contact basis. Reasoning skills. Makes decisions within established guidelines.
Direct impact on service delivery for customers as well as operational efficiency
within the organization.
Operations, Transportation, Billing, Account Management, Sales, External customers
Ability to work with a wide variety of people in a positive and productive manner, teamwork, Ability to handle difficult and irate customers, exceptional soft skills
0% Total travel:
0% Local travel (Depending on District):